This role at Department for Work and Pensions (DWP) is available to people who served in the Armed Forces, OR be in your resettlement period and due to leave the Armed Forces within a reasonable time frame OR Military Spouse/Partner: Your current partner must still be serving OR was discharged within the last 12 months.
Job Title: Service Delivery
Grade: Admin Officer (AO)
No of roles: 1
Salary: £28,576
Hours: The full-time working week in DWP is 37 hours.
You may be required to work at any time between the hours of: 7.45 am and 8:00 pm on any day between Monday to Friday, and 8.45 am to 5:00 pm on Saturday. Managers will agree working patterns with successful applicants within these business hours and review these as appropriate.
About The Job
Universal Credit (UC) offers each claimant an online account to manage every aspect of their claim online. There is also additional support in Job centres for those who cannot manage their account online due to their complex needs or a lack of digital skills.
UC aims that digital will become the primary contact channel for all claimant services, and promote the importance of digital capability to claimants in receipt of heritage benefits in preparation for the move to all benefits being accessed digitally. You will make one service a reality by working collaboratively with colleagues in all parts of DWP, to deliver a quality end to end service across all benefits.
What you will do:
1. Support the front of house team and act as an effective first point of contact for claimants in Job centres, coaching claimants without an appointment appropriately and directing claimants to appropriate channels.
2. Provide excellent customer service and demonstrate strong face to face communication skills with a diverse range of claimants, some with very complex needs.
3. Encourage those claimants accessing UC to apply online and maintain their claims independently online where possible.
4. Offer appropriate support to claimants claiming Heritage benefits, encouraging ownership and claimant responsibility for their claim to prepare for how their benefit might change in the future.
5. Provide coaching support to claimants, signposting to an appropriate provider if necessary.
6. Build positive relationships with claimants that encourage, motivate and build trust by demonstrating empathy.
7. Have the ability to handle sensitive and challenging situations with claimants.
8. Identify the right actions and interventions to best support UC claimants and refer to the work coach where appropriate.
9. Confidently use digital services, navigate and coach claimants to use digital job search methods i.e. job search websites, email, CV uploads and social media.
10. Take ownership of my personal development by accessing digital learning and communications tools and in-context prompts.
11. Work effectively with Job Centre, Service Centre and Benefit Delivery colleagues.
12. Escalate issues to my SDC or Line Manager for resolution as necessary, while retaining ownership of the situation for the claimant.
13. Ensuring the front of house area meets professional standards by being clean and tidy, with posters displayed correctly.
14. Checking that front of house safety is not compromised and the needs of claimants are met on site.
15. Considering how to support each claimant journey in UC using One Service principles to ensure the Job Centre works together with the service centre.
16. Taking a once and done approach to take action on cases where possible, escalating where necessary.
17. Ensuring that you follow Keeping Customer Interactions safe (KCIS) procedures and that team is given appropriate support.
18. Provide awareness of process when a person is incapable of managing their own affairs and needs an appointee, personal appointed body (PAB) or corporate appointed body (CAB).
19. Identifying the need for home visits and making referrals as necessary.
Communication:
1. As an effective Service Delivery Officer, you will use strong communication skills with colleagues and claimants by gathering accurate information from claimants and recording appropriately within the relevant benefit service or system to share all relevant information with colleagues and ensure appropriate support.
2. Identifying complex needs and ensuring that you do the right thing within appropriate boundaries by following the complex needs plan and highlighting changes.
3. Ensuring that you support the use of communication support where required e.g. Big Word or induction loop.
4. Using a range of questioning techniques to explore claimant’s circumstances.
5. Using silences to encourage claimant participation when appropriate for the claimant.
6. Using open & positive body language, appropriate tone & pace of communication to meet individual claimant needs.
7. Actively listening to claimants, demonstrating real interest and empathy.
8. Regularly checking claimant understanding of the discussion, e.g. by asking claimant to repeat what has been said.
9. Handing-off to colleagues, partners or provision seamlessly, at the right point and to the correct channels.
10. Being vigilant in preventing fraud and error and making prompt and quality referrals.
11. Promptly and professionally handle claimant complaints and resolve claimant issues escalating to SDC/Line Manager / CSM where necessary.
12. Taking appropriate action in the event that a claimant states their intention to commit suicide or self-harm by consulting Guidance and the 6-point plan and referring to the Service Delivery Coach for support / action.
Coaching:
1. As an effective Service Delivery Officer, you coach claimants by challenging and motivating them to become more digitally competent by providing on the spot front of house assistance.
2. Providing support and coaching as necessary e.g. taking claimants step-by-step through the relevant parts of their online account in order for them to self-serve.
3. Promoting and encouraging the use of digital channels and coaching claimants, if appropriate, to use their accounts as the primary method of communication.
4. Encouraging them to recognise when help is required to take ownership of their own development.
5. Acknowledging progress by offering encouragement when things go well and offering practical support when things don’t.
6. Referring / hand-off claimants appropriately when you identify needs such as basic skills, English for Speakers of Other Languages (ESOL) and digital capability gaps.
7. Recognising when a claimant requires additional support due to digital or complex needs, tailoring approach according to their individual personal needs and escalating when you cannot address the need by yourself.
How to Apply:
To apply we will need:
1. A completed Expression of Interest form - Please request from GFIE@cabinetoffice.gov.uk quoting GFIE-430 (v)
2. A copy of your CV
Candidates who meet the GFIE criteria are guaranteed an informal conversation with DWP about their suitability for the role.
Informal conversations with candidates are expected to take place in May and it is hoped that successful candidates start in September following successful security checks.
Closing Date: 9th May, 2025
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